Booking Policy
Service and Package Payments
All services, service packages, and treatments are prepaid to secure your appointment and the provider’s availability. Please note all sales are non-refundable and non-transferable.
Appointments – all you need to know
We understand that unexpected situations and illnesses can occur. However, when you schedule an appointment, it represents a commitment between you and one of our experienced providers. In order to best serve all of our clients and respect our providers’ time, we kindly ask that any cancellations or rescheduling requests be made at least 72 hours in advance..
Service and Package Payments
All services, service packages, and treatments are prepaid to secure your appointment and the provider’s availability.
Cancellation and Rescheduling
- To secure your appointment time, full payment is required at the time of booking. Appointments may be rescheduled if requested at least 72 hours in advance. Please note that all bookings are non-refundable.
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Appointments are reserved for a specific time slot to ensure that each client receives the highest quality of care. If you anticipate being late, we kindly ask that you contact us as soon as possible. While we will do our best to accommodate you, please understand that if we are unable to do so, a late cancellation fee may apply before rescheduling.
We understand that unforeseen circumstances can arise, and we always strive to be understanding and flexible. In return, we ask for your consideration. As a privately owned business, missed or delayed appointments can result in preventable costs.
Minimizing these disruptions helps us maintain fair and consistent pricing while continuing to provide exceptional service. - Appointments must be canceled or rescheduled at least 72 hours in advance.
- Late cancellations or no-shows will incur fees as follows:
- Provider consults: $70, subject to change without notice.
- Dr. Zwanepoel consultations and Functional Medicine appointments: Full consultation fee.
- Follow up appointments: The cost for follow-up appointments requested by our physician is included in the initial consultation fee.
For all other appointment requests, or appointments requested longer than 3 months after the last review, a fee will be incurred. Our team is happy to assist you with any questions regarding booking and rebooking. - Treatments and injectables (excluding Sculptra): The clinic holds the right to withhold the total cost of the appointment.
- Sculptra appointments: Due to advance preparation requirements, cancellations or rescheduling must occur two (2) weeks prior. Failure to meet this requirement will result in forfeiture of 100% of the amount paid.
By booking, you agree to these terms. Please reach out to our team for any clarifications.
Check-In
Please arrive 15 minutes prior to your scheduled appointment time. This will allow us to get you checked in and confirm any important information. Arriving late may interrupt your service and the services of those who follow you. Our staff will be happy to assist you with any questions you may have regarding your appointment.
All services/treatments/procedure and follow-up appointments require initial and follow up photos. Please ensure to come with clean face and without any makeup, or arrive early and remove your makeup at one of our skin prep stations.
Quotes
Quotes are valid for 30 days but can still be changed at the discretion of the clinic.
Shipping & Delivery
Shipments will be done on Mondays and Thursdays at 10 am via Canada Post.
Incorrect or Damaged Products
Inspect your delivery upon receipt. If the product is incorrect, damaged, or defective, notify us via email within 14 days of the shipping date.
You may provide the following documents and email to “office@captivatingyou.com”:
- A photo of the invoice.
- Images of the product and packaging.
Upon reviewing the information, a replacement will be arranged shortly after. We will make every effort to clarify this situation as quickly as possible.
Due to the medical grade nature of the products we sell and to protect the purchase, we do not accept returns or exchange on skincare products and makeup products.
Privacy Policy
At Captivating, patient privacy and confidentiality are of the utmost importance. We are fully committed to complying with all applicable healthcare privacy regulations.
Our staff is trained to handle all personal health information with the highest level of discretion and professionalism. Under no circumstances will your treatments, medical history, or personal details be discussed with other clients or disclosed without your explicit consent, except as required by law. To protect your privacy and ensure the security of your health information, you may be asked to verify personal identifiers—such as your full name, date of birth, phone number, or address—when booking appointments, checking in, or requesting information. This protocol helps us confirm your identity and prevent unauthorized access to your records.
We appreciate your cooperation and understanding as we continue to safeguard your personal and medical information.
Prescriptions, Lab Requisitions and Lab Results:
The Patient Privacy law prohibits the release of any medical information to anyone other than the patient. This means we cannot release prescriptions, lab requisitions or results to a family member without a written and signed consent form on file.
Gratuities
The best tip we can receive is your repeat business and referrals. However, if you are exceptionally happy with the service you received during your visit, our providers do accept tips.
Allergic Reactions or Skin Irritation
If you are needing more information about the suitability of a product for your skin type, please contact us at office@captivatingyou.com or call us at 587-771-0371.
An in-house consultation may be required to determine product suitability. Products sold on this website are manufactured by medical grade manufacturers and when used correctly can deliver exceptional results. These products do have anticipated reactions to ensure the best outcome. If you experience an allergic reaction or unusual (unanticipated) skin irritation to any product, we ask you to advise us immediately (within 48 hours).
We will provide an exchange or refund for the individual product if an allergic reaction or unusual ( unanticipated) skin irritation has been confirmed. Please note that photos may be required.
Gift Certificates
Gift certificates are final sale. Gift certificates MUST be presented at the time of purchase. Once claimed and in the possession of the gift card owner, the company is not responsible for any loss of or damages to the gift certificate. The company takes no responsibility for purchased but unclaimed gift cards. ALL purchased gift cards MUST be claimed and taken personal possession of within 7 days of the purchase date. Please review all information appearing on the Gift Certificate, for additional terms. Any partially used Gift Certificate is not transferable or cashable.